Monthly Service Review - Template
Use this pack to report performance for Managed Services. Replace placeholders with actual data and attach evidence.
Version v1.0 - 26 Sep 2025
Cover
Agency: [Agency name] Month: [Month and year] Prepared by: [Service Lead]
Services in scope: [List the Managed Services included in this pack]
Executive summary
Overall SLA [xx.x percent]
Tickets met SLA [n of N]
Patch compliance [xx percent]
Restore success [n of N]
Highlights: [One or two points] Risks and issues: [Top risks/issues and mitigations]
SLA and SLO summary
| Service | Measure | Target | Actual | Status | Notes |
|---|---|---|---|---|---|
| Tenant Care | Incident response (BH) | Ack 30m | [xx m] | [Met or Miss] | [Note] |
| Endpoint Care | Patch cadence | Critical 7d, High 14d | [xx] | [Met or Miss] | [Note] |
| Backup and Recovery | Restore drills | Quarterly with RTO and RPO recorded | [xx] | [Met or Miss] | [Note] |
| Identity and Access | JML completion | Within window | [xx] | [Met or Miss] | [Note] |
Incidents and problems
| ID | When | Summary | Impact | Root cause | Fix | Evidence |
|---|---|---|---|---|---|---|
| [INC-001] | [yyyy-mm-dd] | [Short description] | [Users or systems] | [Cause] | [Action] | [Link to logs or report] |
Changes
| CR | When | Summary | Risk | Rehearsal and rollback | Outcome | Evidence |
|---|---|---|---|---|---|---|
| [CR-001] | [yyyy-mm-dd] | [Short description] | [Low, Med, High] | [Yes or No] | [Success or Backed out] | [Change minutes] |
Backup and restore evidence
| Workload | Test type | Result | Achieved RTO | Achieved RPO | Immutability | Evidence |
|---|---|---|---|---|---|---|
| [App or VM] | [File, VM, DB] | [Pass or Fail] | [hh:mm] | [mm:ss] | [Yes] | [Link to log or screenshot] |
Patch and vulnerability
| Metric | Value | Policy or target | Notes |
|---|---|---|---|
| Patch compliance | [xx percent] | [Target] | [Note] |
| Critical exposure window | [days] | [Target] | [Note] |
| Coverage | [xx percent assets] | [Target] | [Note] |
Risks and issues (RAID)
| ID | Type | Description | Owner | Due | Status |
|---|---|---|---|---|---|
| [R-001] | Risk | [Description] | [Name] | [yyyy-mm-dd] | [Open or Closed] |
| [I-001] | Issue | [Description] | [Name] | [yyyy-mm-dd] | [Open or Closed] |
Service Improvement Plan (SIP)
| ID | Action | Owner | Due | Expected outcome | Status |
|---|---|---|---|---|---|
| [SIP-001] | [Improve CA policy for admins] | [Name] | [yyyy-mm-dd] | [Metric or threshold] | [Open] |
Sign off
Service Lead: [Name, date] Agency Representative: [Name, date]